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Frequently Asked Questions

What can I do with an online account? 

My Account is our online self-service platform giving you 24/7 access to view and change details of your energy account.  With Online Services, it's easier to keep an eye on your account.

You can manage all your personal and small business electricity and natural gas accounts, including being able to:

  • View your account balance and total amount to pay
  • Make one-off credit card payments
  • Set up SmoothPay and direct debit payments
  • View bills for the last 24 months
  • Change your email or contact details

And there a few more additional benefits:

  • It's mobile friendly
  • You can also use our handy app

How do I register for an online account?

It's easy to register, simply go to My Account and

1. Enter your email (this will become your username)
2. Account number and 
3. Choose a password

Almost there.  Once you have registered, we'll send you an email to activate your account.   Click to activate and you're all set to manage your account.

 

Can I look at all my Contact electricity and gas accounts online?

You can access My Account for all your personal and small business electricity and natural gas accounts, apart from your Contact Rockgas LPG account and any PrePower accounts.

My Account isn't available to Commercial & Industrial customers on a Time of Use meter.

Where do I find my usage information online?

Let us help you navigate.  You can find your usage information by selecting "Usage" and then "View my Usage".

The "Usage History" graph provides a monthly view of your usage (including your average daily spend). 

If you've been with us a while, then you'll also be able to view your monthly usage compared to the previous year. 

Do you have a Smart Meter?  If so, you may be able to drill down to daily and hourly information by clicking the "Your Last 100 Days Usage" button.
 
Just click on a month (bar) which will take you to the daily view, then select a day to view your hourly data. 

Can't see your usage information?  No problem, it might not be there yet. If you have recently moved to us, or if you have recently had a smart meter installed, your usage information will be available after your first invoice since the change.   

 

How do I change from paper to email correspondence online?

This is a great option that helps you avoid the paper bill fee*. It’s easy to set up. Simply log into My Account and select “Billing and Payments” then “View Bills”. 

Next to the option “Receive all correspondence by email” switch the button to “On” and your next bill, as well as all other correspondence (where available), for the selected account number will arrive by email.

*$1.10 (incl GST) fee applies to each paper bill
 

Why am I not receiving my bills by email?

If you're experiencing issues receiving your bills on time, check your spam or junk folder, and also ensure your email address in your contact details in My Account.

 

Where can I see when my next meter reading is due?

If you have your bill handy, your next meter reading date shows on the top right on the first page of your bill. 

Or if you are online, go to My Account, view "Account Summary" and then select "My Account Details". 

Sometimes due to unforeseen events, our meter readers may be a day or two either side of the scheduled date.

 

How do I know if my bill is based on an actual meter read?

If you have your bill handy, you can find this on page two of your bill.  Locate where your electricity or natural gas charges are printed and here it will show the "Electricity Reading Type".   Still unsure what you are looking for? No problem, check out our Bill Example for further explanation.

Or if you are online, go to My Account , view "Bills" and check the "Bill Type" in the details section.

Where can I download the app from?

Simply click on your badge below or search 'Contact Energy' in your app store and you're away.

Contact Energy Apple App Store Contact Energy App - Google Play Store

By installing and using the Contact App, you agree to our Full Terms and Conditions of Use.

 

What devices are supported by the app?

For Apple Users:

  • The app is supported on the version iOS8 and above
  • To check which version of iOS you're on, please go to your Settings, tap on General, then About

For Google Android Users:

  • The apps are supported on OS versions 4.4 and above
  • To check which version of Android you're on, please go to your Settings, tap on More, then on About Device

 

What can I do on the app?

Our Mobile App gives you 24/7 access to your energy account.  

The features available differ depending on your individual account, including being able to:

  • View your account balance and total amount to pay
  • Make one-off credit or debit card payments
  • Make payment direct from your bank account with Account2Account
  • Move house and submit your last meter read
  • Use any available Month Off discounts
  • View your previous 15 months usage

 

What is Account2Account?

Account2Account is an alternative to paying by credit or debit cards on our app.  You can find the Account2Account payment option by clicking on Pay Bill and then Internet Banking. 

It is available for the following NZ banks:

  • ANZ
  • ASB
  • BNZ
  • Kiwibank
  • TSB
  • Westpac
You will be directed to a secure Payment Express page where you will then need to select your bank, enter your log in details, select the account you wish to pay from and then confirm the payment. Once the payment is approved, it will be transferred to us in real time. The Account2Account page is securely hosted by Payment Express (a Level 1 Service Provider), is compliant to PCI DSS and does not store any of your bank account information. The same security features set up on your bank account, such as authentication methods, are prompted during the course of the Account2Account payment process.

 

Is my information secure in the app?

Yes, we take keeping your information private seriously.  We store your personal data in accordance with the Privacy Act 1993. 
Payments made using the mobile app are secured by DPS/Payment Express.   

For full details on our privacy policy, click here.

 

Does the app use my mobile data?

The Mobile App is required to be used over the Internet via data or wifi. Standard use of the app uses a minimal amount of data.

 

Helpful guides

Get in touch with us by calling 0800 201 000 or send us a message and we'll see what we can do for you.